Experience Matters

DECEMBER 18, 2018

It was a great exercise. To help me identify trends for 2019, I reached out to some of the many thought leaders across Qualtrics and asked them to share one or two of the top experience management (XM) trends they are expecting to see in the coming year.

Trends 260

Trends Exercises Employee Experience Course 260

InMoment XI

DECEMBER 27, 2021

In today’s post, however, we’ll walk through the steps of an exercise JB calls an “assumption slam,” so you can take this process back to your team and use it to test any assumptions of your own. Let’s get started! How to “Slam” In-Person & Digital Customer Experience Assumptions.

Customer Experience 397

Customer Experience Exercises Customers Tips 397

CX Accelerator

FEBRUARY 2, 2020

Customer journey mapping, a key exercise in the field of CX, is all about developing customer personas and mapping their experience with your company from start to finish. Key to this exercise is understanding customer thinking, motivation, and behavior. Eric Engwall. The field of psychology is perfect for this.

Customer Experience 320

Customer Experience Customer Journeys Tourism Study 320

QuestionPro Audience

DECEMBER 4, 2017

Currently, almost half of all American adults have one or more chronic health condition, which often arises due to unhealthy living, poor diet, little to no exercise and stress. Wearers are encouraged to keep it on all day so it can monitor blood glucose, particularly during exercising, when glucose levels are apt to spike.

Technology 247

Technology Exercises Fashion Insurance 247

InMoment XI

MAY 31, 2022

Having a cross-departmental team is vital to gaining the kind of understanding that is the whole point of the exercise. At the same time, don’t let the exercise become overwhelming. ” – Jessica Pfeifer, VP & General Manager, InMoment. You and your team may already have an intuitive sense of the journey.

Customer Journeys 396

Customer Journeys Examples Net Promoter Score Touchpoint 396

InMoment XI

MARCH 4, 2022

This exercise can help you define what information you need to either collect or append to your survey data. Principle #2: Generate Hypotheses When Designing Your Survey. While designing the survey, it is often helpful to generate some hypotheses about how you think the results might turn out. Principle #3: Ask the Right Questions.

Survey 417

Survey Customer Experience Touchpoint Exercises 417

InMoment XI

APRIL 19, 2022

We each have our own “moments that matter,” whether it’s going on a walk with our dog, taking an exercise class, spending quality time with our family and friends… the list goes on! In these stressful times, it’s more important than ever that we are deliberate about setting time aside for the things that make us feel our best.

Resources 370

Resources Exercises Culture Tools 370

Experience Investigators by 360Connext

DECEMBER 8, 2020

I know plenty of people who go through these exercises from a personal and professional standpoint. Regardless of the ups and downs and unique challenges of 2020, a year-end review is a good exercise for customer experience leaders. In these moments, we typically ask questions like: What goals did we meet? What goals did we miss?

Customer Experience 329

Customer Experience Net Promoter Score Effort Score Exercises 329

Kerry Bodine

JULY 6, 2020

Exercises focused on your most important customer journeys. A workbook with example maps and exercises. Day 2 will continue to focus on our methodology, exploring how you can drive action with your journey maps. Your registration includes: Two days of interactive lectures. Your biggest journey mapping questions answered.

Customer Journeys 38

Customer Journeys Exercises Customer Centricity Training 38

InMoment XI

JULY 11, 2022

For example, if you ask, “Do you ALWAYS exercise in the morning?” If someone almost always exercises in the morning, but not every day, they will put “no” which disrupts your data. When the list of answers in a survey does not accurately reflect or fit all the potential answers of a consumer, the data can be skewed.

Survey 370

Survey Exercises Measurement Data 370

QuestionPro Audience

AUGUST 10, 2020

As a preliminary exercise to gather actionable market research insights, It is crucial to identify the right target audience and target market. To get your research right and make sure it’s fruitful, you must target the right research respondents to collect valuable feedback. Identify the right research target market.

Tips 352

Tips Marketing Gamification Social Media 352

QuestionPro Audience

AUGUST 20, 2019

It is no more than an experiment conducted in a field laboratory (the test market) comprising of actual stores and real-life buying situations, without the buyers knowing they are participating in an evaluation exercise. .

Marketing 199

Marketing Exercises Consumers Strategy 199

InMoment XI

JANUARY 27, 2025

In that light, goal-setting often becomes an exercise in mitigation: reducing call volumes, minimizing customer effort, and curbing churn. Part of that is just the nature of the business, with primary use cases revolving around KPIs weighed down by negative connotationsmetrics like problem resolution rates, customer effort scores, and churn.

Call Center 195

Call Center Contact Center Effort Score Social Media 195

Storyminers

NOVEMBER 5, 2020

The exercise used to be routine because most people had only one phone number and one address. At Storyminers, we believe the definition of marketing has changed from selling to finding. Here’s what that means. It used to be the marketer’s responsibility to find prospects for the sales team. And both were easy to find.

Strategy 264

Strategy Marketing Exercises Tools 264

Calabrio

APRIL 11, 2025

As well explore below, this stage can integrate theory with practice through methods like simulations, role-playing, and closely monitored exercises, allowing agents to apply skills in a safe, controlled setting with immediate feedback. Learning by observation can also be particularly powerful at this stage.

Contact Center 130

Contact Center Training Call Center Average Handle Time 130

Kerry Bodine

AUGUST 21, 2020

Exercises focused on your most important customer journeys. A workbook with example maps and exercises. Day 2 will continue to focus on our methodology, exploring how you can drive action with your journey maps. Your registration includes: Two days of interactive lectures. Your biggest journey mapping questions answered.

Customer Journeys 177

Customer Journeys Exercises Customer Centricity Training 177

Kerry Bodine

APRIL 19, 2020

Exercises focused on your most important customer journeys. A workbook with example maps and exercises. Day 2 will continue to focus on our methodology, exploring how you can drive action with your journey maps. Your registration includes: Two days of interactive lectures. Your biggest journey mapping questions answered.

Customer Journeys 177

Customer Journeys Exercises Customer Centricity Interaction 177

Experience Investigators by 360Connext

JUNE 23, 2020

Now let’s look at some ideas of how we can exercise that empathy muscle throughout customer experience strategies, disciplines and processes. Like exercise or learning something new, role-playing consistently will make an impact. Include role-play exercises in regular training cadences. So what is empathy?

Exercises 214

Exercises Culture Employee Engagement Customers 214

Horizon CX

SEPTEMBER 1, 2023

Is Customer Experience No More than a Checklist Exercise Based on Assumptions? For Some, Customer Experience IS no more than a checklist exercise based on assumptions! Now, I know what you’re thinking and saying to yourself, “This certainly isn’t the case within my organization.”

Exercises 246

Exercises Customer Centricity NPS Culture 246

InMoment XI

NOVEMBER 25, 2021

Recently we went through this exercise with one of our clients and the black box model provided a great fit, however the only output it provided was relative importance of the variables. When we do this, it becomes very easy for clients to understand why it’s important to have interpretation alongside your prediction accuracy.

eBook 370

eBook Case Study Exercises Customer Retention 370

Experience Investigators by 360Connext

JANUARY 7, 2025

Step 3 Map and Optimize Customer Touchpoints Customer journey mapping exercises will enmesh you in each personas journey to understand how they find you, what they seek at key steps of their shopping journey (also known as customer touchpoints), and how you can maximize their post-purchase satisfaction.

Customer Journeys 143

Customer Journeys Strategy Customer Experience Touchpoint 143

Experience Investigators by 360Connext

DECEMBER 15, 2023

This is a great exercise to encourage employees to see exactly how their role delivers for the customer. One of my favorite CX exercises is where I ask people to use a magic wand. See how fun it is to connect the CX dots? Ask team leaders to focus on one way their team produces results for the customer. Communicate that pride often!

Communication 304

Communication Tips Customer Journeys Customer Experience 304

ShepHyken

AUGUST 5, 2020

This exercise, as simple as it sounds, was her way of creating a process improvement initiative that has been wildly successful. This is similar to an exercise that we do in our customer service workshops. What responses you get from Diane’s question or our workshop exercise will vary. Some answers will be major “aha!”

Customer Service 164

Customer Service How To Exercises Customer Service Training 164

ShepHyken

MARCH 4, 2025

This isnt a do it once exercise. For example, if customers frequently complain about long hold times when calling your competitions customer support, examine your companys response time. If customers are frustrated by your competitions complicated return policies, make sure you arent guilty of the same.

How To 83

How To Exercises Feedback B2B 83

ECXO

JULY 8, 2024

By exercising this area, we can become more adaptable and creative in our responses to customer needs. For example, in customer service roles, regular training and role-play exercises can help to establish and strengthen neural pathways associated with empathy, problem-solving, and patience. Start small and increase with time.

Customer Experience 194

Customer Experience How To Exercises Study 194

InMoment XI

OCTOBER 7, 2021

Enjoy the goal setting exercise! How long will these efforts take to make an effect? Taking all of these things into consideration, I adjust the score accordingly but again, in the end it is an “art” rather than a “science.”.

Effort Score 370

Effort Score Measurement Trends Customer Retention 370

Experience Investigators by 360Connext

DECEMBER 1, 2020

The C-Suite had heard her desire to understand customers better, but they couldn’t see WHY that exercise would benefit the company, exactly. This type of customer journey mapping exercise can go beyond the Ideal State journey map by rethinking the entire industry. Product roadmaps. Customer feedback dashboards.

Customer Journeys 190

Customer Journeys Examples Roadmap Exercises 190

CX Accelerator

OCTOBER 3, 2019

Bill Staikos makes it official with his new employees: "We're doing a lot of journey-based exercises with our new hire onboarding process. If we’re doing it right, we are creating companies full of employees focused on CX. We are refining it to focus more on Design Thinking with badges (like IBM's model) for ongoing coursework."

Tips 296

Tips Culture Exercises Feedback 296

ChurnZero

NOVEMBER 22, 2024

Outcomes Club is an exercise that CS leaders can do with their CSMs to get them in the right mindset to own and mitigate churn. Once you have these dialed in, you’re ready to do the exercise! In fact, treating preventable churn as a professional development opportunity for CSMs is the mindset shift many CS leaders need going into 2025.

Exercises 52

Exercises How To Culture Leadership 52

ShepHyken

JANUARY 20, 2021

The good news is that if you haven’t done it yet, you don’t need to get to the level of detail you normally would for this exercise. This is the type of exercise that is not a “one and done.” Identify: If you haven’t already done a journey map of what your customers experience as they do business with you, it’s time to do it.

Customer Service 164

Customer Service Customer Journeys Exercises Touchpoint 164

C3Centricity

JULY 1, 2019

In the exercise, people are asked to count the number of passes made by the team in white, so that is what the observer will concentrate on. For this reason, it is essential to run a careful briefing session before every observation exercise. If you haven’t seen it you can check out the Awareness Test and try it for yourself.

Culture 234

Culture Exercises Connections Customer Centricity 234

GetFeedback

JUNE 12, 2019

Leveraging NPS survey data is incredibly relevant to the exercise of identifying your most important customer touchpoints. NPS survey comments are a powerful resource that can highlight where you’re serving customers well, and more importantly, where you have the most significant opportunities to improve.

Touchpoint 199

Touchpoint How To Net Promoter Score NPS 199

Storyminers

AUGUST 28, 2017

They aren’t just doing ‘low-hanging fruit’ exercises, they’re very focused on creating enterprise and customer value at the same time. 116 years, 8 of them with an emphasis on customer experience. My take: Walgreen’s emphasis on listening intently to its customers is spot on.

Brands 350

Brands Healthcare Roadmap Exercises 350

ShepHyken

MAY 19, 2021

By the way, this is the same exercise we teach in our customer service training programs. We have clients that have been doing this exercise for years. It helps us keep customer service “front-of-mind” and is a positive way to start a meeting. Because it works!

Meeting 147

Meeting Customer Service Exercises Customer Service Training 147

CX Accelerator

FEBRUARY 2, 2020

Customer journey mapping, a key exercise in the field of CX, is all about developing customer personas and mapping their experience with your company from start to finish. Key to this exercise is understanding customer thinking, motivation, and behavior. Eric Engwall. The field of psychology is perfect for this.

Customer Experience 182

Customer Experience Customer Journeys Tourism Study 182

C3Centricity

NOVEMBER 5, 2018

This idea is used for the regular delivery of razor blades and tampons, as well as for personalised exercise routines and menus. Another use of personalised data is in providing privileged services – at a price. Some successful examples of these include Dollar Shave Club , Freda , and Amazon Dash buttons.

Brands 291

Brands How To Trends Consumers 291

ShepHyken

OCTOBER 21, 2020

Even though I want you to think beyond your competition, you should still do the exercises in this step and the next. You must be able to keep up with your competition, and this exercise helps. The key is having a diverse group of thinkers. List your competitors and ask two questions: “What are we doing that they don’t do?”

Exercises 158

Exercises B2C B2B Customer Service Training 158